Sonic Electronix — Local services in Louisville

If I could give no stars I would. My experience is as follows. We sent the speakers back 7/9. They were delivered on 7/11. My husband was emailing with your team the Monday delivery and had a conversation for one day then nothing for 2 weeks. I spoke with your team on 7/28 @ 1:39 PM. I was told that a shipment of the “backordered” speakers had just arrived and they would be shipped out that day or the next. I called 7/29 @ 1:39 PM and spoke with another member of your team and was told that the previous information was incorrect and the speakers delivered yesterday were for new orders. Which is funny, because they're “back ordered”. Informed we could wait or get a refund-said I'd need to speak with my husband and would call back with an answer. I called 7/30 @ 9:20 AM and spoke with a member and confirmed that the items were “back ordered” and they had no date of when new ones would arrive. Told them to proceed with the refund, asked if we could use another card as the other one was inactive. She said that she is not sure, but would send it to her Amazon specialist team. I provided my phone number and email. I never received an email. I called 7/31 @ 11:29 AM and spoke with a rep, they tried to send me to their Amazon Specialist team and I asked to be transferred to a manager. I finally got through to a manager, Chris, after having to ask for him several times. I told him the situation, informed him of the situation. The Manager, Chris, asked if a check would be okay. I agreed, asked for expedited shipping. He said we will get that done and gave me the refund amount of $342.55. I asked to be notified of when it would be sent and a tracking number. He said yes, and I provided my email. I called 8/4 @ 1:55 PM and asked to speak with a manager for an update- he was busy and would call in an hour. No call. I called 8/4 @ 4:14 PM I finally got through to the manager and he was flustered. He said "This was sent on Friday. I'm not sure why it hasn't been processed. They need more information. I'm not sure why it's not sent. I don't know. Call me tomorrow and we will figure this out." Completely unprofessional considering on 7/31 everything would be "taken care of". I called 8/5 @ 2:41 PM to speak with Chris - he was unavailable. I called 8/5 @ 2:54 PM to speak with Chris - I was transferred through. He told me that they are working on it, but it has not been processed yet. He would call me back with information. Chris called 8/5 @ 3:03 PM and said that Accounting has the check, and it has been sent out, but there has not been any update from Accounting with the tracking #. He asked me to call him tomorrow to get that information. I called 8/6 @ 1:52 PM - At this point I am COMPLETELY fed up. I speak with Chris and he tells me that it was sent regular mail - after previously confirming it would be sent Overnight or 2-day. I confirm the amount of the check, Chris says $279.99 ($62.56) less than what was first stated on 7/31. I asked why it was sent via regular mail and why the amount was different. He said, "I don't know, I'm just one person to the regular mail question and informed me it was his fault he looked at the wrong total for the amount question". I asked if the check that was sent could be voided and a new one cut and overnighted. He asked the accounting team, and eventually the owner and confirmed with me that it could be done - it will be taken care of. He then comes back and tells me, this is an amazon order "WE CAN'T REFUND YOU WITH A CHECK". I am currently waiting to hear back how this is going to be resolved, but at this point I would like to speak with someone other than Chris. His boss, His bosses boss, I don't care. Because this company has NO interdepartmental communication skills, the representatives have no idea of their own policies and procedures and apparently neither do the Customer Service Managers. WHO DO I NEED TO SPEAK WITH TO GET MY...

UPDATE A manager reached out to me via a phone call a few days later and was able to discuss the problems I had, and the actions they were taking as a company in regards to this issue. He was very helpful and made sure to make things right with a customer that spent a decent chunk of money with their company. I have upped the star amount on this review but I wanted to leave my original review up for people to see.

Where do I start? My $2,000.00 order with sonic electronix has been nothing but a hassle. I purchased a Hertz HSP1 amp combo for a bike we had in our shop, 10 DAYS goes by and I still haven't received a tracking number for shipment, yet it says on their website that the part is "IN STOCK". The first time I called their customer support number, I spoke to a lady and was told that the part is not in stock in their warehouse and it has no ETA as to when it would be. Couple days go by, I call again. This time, I was told that the part was coming from the supplier and getting shipped to the warehouse and then getting shipped to me. Why wouldn't they just dropship it if that's the case? Couple more days go by, I called again to see the status on this amplifier, I really need to get this customers bike out of my shop! I was told that the amp was getting shipped directly to me now.... why has this changed? I told the lady on the phone, "Great I'll look out for the tracking". Couple more days, no tracking number still, yet the amp still says "IN STOCK" on their website. What gives? I was told that someone from the warehouse would be in touch on where the amp was at and what was going on. I still have yet to receive a phone call, text, email or anything in regards to that matter. Now we're on day 10 of nothing since I placed the order. I received all of the other stuff, but I need this amp to get this bike out of the shop. I called on today to see the status, only to be told that the amp is now shipping from the supplier to the warehouse again??????? I asked "Florence" to escalate the situation and put me in touch with a supervisor, I was told at 10:40am that the supervisor was in a meeting and that she would run a message to him to let him know to call me back. 1 o clock comes around and I still haven't received anything. I called back in and spoke with Florence again, stating I hadn't received anything still and I want to talk to a manager, she stated he was still in a meeting and she could not transfer me to a voicemail or anything, only that she would put the message through to him. At this point, I'm beyond irritated, I just spent $1,500 on an amp and I have no Idea where it's at. 3 o clock rolls in and I call back again and get a guy named JP, I stated I was talking with Florence about the matter. He, within 4 minutes, was able to look at the shipping details and stated that my amp was at their warehouse and getting ready to ship out, 10 DAYS AFTER I ORDERED IT!!! Why couldn't I get this answer from anyone else???

This has been the WORST customer service experience I have ever had to deal with, I will NEVER choose to spend my...

I had an issue regarding a wiring harness that did not function with the head unit and vehicle it was specified for. I issued a return (which I guess was for the wrong item, and my return was declined immediately because they don’t accept items that are open box, which is pretty ridiculous.) after a year or so, I decided to reach out again as I had installed the head unit In a separate vehicle than what I planned for, but I still had a wiring harness in brand new condition with no purpose.

I reached out to S.E. On January 17th, 2025 and got a near immediate response. For privacy reasons, I won’t name names. The person who reached out to me was a relatively new manager in their department and wanted to make this right, great. I used Apple “Pay-Later” at the time because this was a large purchase for what it was and so I stretched it out that way. Apple no longer offers this service, and I informed the S.E. Team of this and that I will add my current active card for them to process the refund.

The refund was issued on January 27th, but it had been over the estimated processing time 3-5 business days and I still don’t have the funds in my bank account. I was offered either a refund, or a credit to my account to use (which I wouldn’t have used the full amount of $321, so a credit seemed redundant, but at this point seems like what I should have done) We had maintained strong communication throughout the process, but after stating that I did not receive my refund, and reaching out for an update I have gotten one response about proof of refund, which I had to reach out a second time to receive, I respond saying that I still didn’t have the funds, and they escalated it to the same manager, who opened an investigation on feb 19th, I reached out for an update on feb 28th, with no response at this point. Additionally, I was asked to update my review after we “resolved” the issue, which I did because I had good faith that this would be finished once the refund landed to my bank account, but I should have waited until this process was completely over with.

43 Emails and I’ve seemingly gotten no where. I don’t want to bash anyone, because the team was professional with me the entire time, but at this point I believe I’m just going to have to eat my loss. I don’t have any doubt that they issued the refund, as they provided proof, but I just simply don’t have the funds back, and S.E. Has their product back. I work third shift, so making issues more complicated than they need to be is just not worth my...